FABINDIA LIMITED (erstwhile Fabindia Overseas Pvt. Ltd.)
Location
Delhi | India
Job description
KEY RESPONSIBILITIES:
Answering the phone/ listening and understanding the issues/ resolving the queries that can be responded to immediately e.g. store locations, policy on exchange, names and numbers etc./ Providing information on call back. escalating the issues according to the query across stores and PSC. All resolutions to issues are given after internal discussion with HOD.
· This email id is available on every tag and across all stores. In case of any dispute/ non-resolution of issue at store level issues are escalated to this id. All queries also reach this id.
· Fluency in English/ Good communication skills and ability to understand issues and seek responses. Follow-up with the concerned store/ department to arrive at a solution within a stipulated time-frame. The ability to understand the gravity of any situation and respond very quickly. Work closely with the team to facilitate the resolution of issues. All resolutions to issues are given after internal discussion with HOD.
· Identify & Red Flag Critical Issues to relevant departments - HR, Legal, PSC & QC
· Maintenance of a Daily Tracker on the number of complaints through Helpline/ Mails/ Support/ Instore referrals and their resolution. This will become an important aspect when all trackers are centralised.
· Maintain multiple Mailus, NPS, ORM trackers and share customer feedback with the relevant departments.
· The ability to listen, speak with and close the more micro issues that are raised by situations created on the shop floor.
· Analysis of customer feedback and escalation for insights - Weekly and Monthly consolidation of Customer feedback / Timely circulation of reports and presentations.
· Address Escalations and Notices from Consumer Forum (follow ups pre/post resolution)
· Ensure that customer care SLAs are met
· Constantly monitoring of team's responses to complaints and intervening with improved suggestions
· Setup systems and processes to capture customer feedback both qualitative and quantitative and share it with the concerned stakeholders
· Create effective customer service procedures, policies and standards
Years of Experience:
6-7 years, Customer Service in Retail
Knowledge & Skills:
· Demonstrated experience in customer service
· Strong understanding of customer service software like ONE-Direct, Freshdesk
· Clear verbal and written communication skills
· Ability to meet and exceed customer needs
· PowerPoint and Excel
· Familiarity with NPS
Please share your resume along with total experience, current and expected CTC to [HIDDEN TEXT].
Job tags
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